• Worked as part of team for managing, troubleshooting, and repairing all endpoint based devices• Utilized ServiceNow ticketing system to order incident cases and change requests.• Reimaged Windows devices for customer needs and performed necessary device setups• Configured and installed monitoring agents to customer devices such as NinjaRMM, Auvik, and other applicable enterprise software.• Worked with users to help control incident and problem cases. • Collected and documented client technical information both remote and onsite for on-boarding• Assisted with process improvement on proactive versus reactive actions for customer needs • Created and modified training documentation used for internal and external clients. • Worked with Active Directory, Office 365, and Microsoft Endpoint to create user accounts, reset passwords, unlock accounts, GPO creation, script creation, and configuration profile management.• Utilized Windows PowerShell for managing Office 365 online environments and scripting

• Worked as part of team to manage inflow of tickets to Endpoint queue• Helped to refined processes to reduce ticket work load• Performed administrative duties to audit timesheets, reports, and team communication• Acted as main contact for customer high priority issues• Provided backup to team for ticket overflow• Acted as first point of escalation for tickets • Assisted with on-boarding processes and customer licensing• Created scripts for user related issues and imaging processes• Created documentation for internal and external users for customer environment• Functioned as first point of response to all endpoint security related tickets

• Respond to and resolve requests for assistance from clients experiencing hardware, software, and network connectivity issues. • Ability to drive change through innovation & process improvements. • Effectively communicates with diverse groups to solve problems in broad, complex, and unique networks. • Create and modify user and groups accounts in Active Directory, Exchange, Office 365, and other 3rd party services. • Responsible for on-site installations, and repairs of multi-vendor systems which include hardware, software, and networking per the client’s technology standards.• HP Certified Engineer responsible for part ordering and inventory.• Assist in training new support agents, and clients on proper use of system applications hardware and software. • Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact system performance.• Perform facility based moves, adds and changes as assigned. • Effectively utilize my experience with network management System tools such as Microsoft System Center, Solar Winds, Wireshark, and Continuum, to resolve complex problems. • Maintain and support the standard workstation image, for all current hardware platforms.• Remote helpdesk support duties as assigned. • Maintain records of every communication transaction in call tracking system, problems and remedial actions taken, and next steps and contacts to resolution

• Worked as part of team responsible for installation and administration of network monitoring services.• Utilized Autotask ticketing system to prioritize work order requests and to determine workflows.• Configured SNMP protocols on supported network devices via CLI and GUI interfaces.• On-boarded new customers to company managed services as specified in their contract.• Communicated with customers to help mitigate issues and correct services failures that occurred. • Responsible for troubleshooting, monitoring and patching issues to prevent false-positive tickets from being generated. • Collected and documented client technical information both remote and onsite for on-boarding• Process improvement identification/execution (e.g., optimization, proactive, innovation). • Created and modified training documentation used for internal and external clients. • Worked with Active Directory to build user network profiles, reset passwords, and unlock accounts.

-Trained in processed used to monitor and administrate remote networks-Provided support for other TAC/NOC Engineers

• Answered user inquiries regarding computer, email, phone connectivity, software or hardware inquires to resolution or escalated.• Worked within e-MD’s software to build user profiles, reset passwords, unlock accounts, etc.• Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance.• Ability to handle different clients and different systems simultaneously.• Functioned as part of team to help resolve client disputes• Administered repairs, upgrades and completed configuration of PC's and related peripherals.